Vijay Iyer

• Documented integration issues and vulnerabilities and outlined improvement recommendations.
• Created successful test scripts to manage manual feature testing,
• Worked closely with different departments to develop innovative solutions to functionality issues.
• Fixed identified issues to improve workflows.
• Collaborated with product owners to stay current on intended functionality.
• Participated in available trainings to improve software knowledge.
• Reviewed all test cases and test scripts for quality and identified additional areas to review.
• Reviewed standard product applications to identify part characteristics relevant to real-world applications in preparation for test design.

• Implemented TDP(Train Demo Practise) method in trainings
• Implemented Training Certification Method through “Pre-Post” Evaluation technique
• Implemented Safety Measures at PAN-India FC
• Implemented Mystery Audits in PAN India FC
• Managed and motivated trainers to be productive and engaged in work.
• Directed training programs and development paths for managers and supervisors.
• Organized and edited training manuals, multimedia visual aids, and other educational materials.
• Directed field training to enhance participants' skills.
• Managed new employee orientation training process for more than 15 employees each year

• Implemented innovative programs, including "Mitr" and "Know Your Product" program to increase employee loyalty and reduce turnover.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Managed Brand Training in entire west region for 2 international brands: Levi's and Nike
• Cultivated and strengthened lasting client relationships using Strong Communication and Interpersonal skills.
• Implemented operational strategies and effectively built customer and employee loyalty through OMNI channel and Home Delivery
• Monitored over 60 employees' day-to-day activities and made plans to rectify issues resulting in increased productivity.
• Interacted well with KAM's and customers to build connections and nurture relationships.
• Chaired monthly meetings with store managers to identify opportunities for improvement, establish milestones and tailor products to individual markets.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.

• Followed ILP (Instructor Led Training) method for training more than 100 employees across Reliance formats for Supply Chain
• Monitored outcomes and general level of success of training by TDP (Train Demo Practice) Method and Kirkpatrick Model and reported findings to management.
• Assessed job requirements and needs of trainees to create soft skill development programs targeting skills such as Selling Skills, Email Etiquette and Communication Skills
• Created content for various training programs.
• Designed training manuals to hand out to groups during training.
• Implemented Internal and External training programs for using CBT (Classroom Based Training), Virtual Training and Outdoor Activities
• Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
• Developed lesson plans, instructional materials and written practice tests including Quiz for CBT and Online training courses.

• Evaluated participant progress and provided materials necessary for continued success.
• Kept detailed log of employee training progress and evaluated where necessary.
• Trained employees in identification and interpretation of production data including operating calculations, item quantities and Postage, Packing and Handling (PPH).
• Monitored day-to-day activities of company and employees, noting areas needing improvement and implementing plans for rectification.
• Organized re-certification and refresher courses on-schedule according to legal requirements and company policy.
• Cultivated extensive knowledge of Pick to Voice software and facilitated training in effective use.

Achievements:

• Able to achieve a positive response with Parameter of Month in Bigbazaar Direct.
• Initiated Ownership with regards to customer and call management, customer issues and providing First Time Resolution.
• Created “One Stop System" in Microsoft Excel through macros for all answers to process and system tagging.

Responsibilities: Assistant Manager

• Evaluation of Sales and Service calls, chats and emails . Conducting feedback and coaching session post evaluation.
• Identification of process gaps, liaison with stakeholders for process change and conducting refreshers.
• Quality report generation and analysis on a weekly, monthly and quarterly basis.
• Setting up monthly quality deliverables based on current status and creating events leading to achievement of deliverables.
• Stepping into customer/client escalation on calls and emails as required.
• Worked on Customer Experience projects including NPS, CSAT and Mystery Shopping
• Been part of successful Customer Service Workshop and trained attendees on product and Process.

Responsibilities: TRAINER:

• Training new hires on product and process and certifying them on floor. Hand holding them in OJT which includes helping them on calls, doing side by side monitoring and coaching, providing feedback and making them self sustainable with regards to call handling.
• Successfully completed a training on product and process to batch of 41 which included Managers and Customer Support Executives.
• Successfully prepared Training Deck and Training calendar for Customer Service and set up training process for Customer Service.
• Successfully conducted 4 day Product and Process training to numerous batches along with a dedicated store visit.

Responsibilities: Knowledge Management:

• Complete designing of Bigbazaar OMNI channel process and product training.
• Managing Knowledge Base for new process which includes creating and maintaining Training contact center and store CSE’s on new business, Knowledge Tree, providing knowledge and process updates.

Achievements:

Second highest employee in terms of saving Vodafone Australia Postpaid Customers with Hutchison Global

Responsibilities:

• Saving customers who are unhappy with company’s services and planning to disconnect
• To maintain save rate of 60% and above
• Subject Matter Expert for new batches which include close assistance on calls, escalation management, team management, rostering and taking refresher sessions.
• To make call backs as promised and closing all pending cases within deadline.

Achievements:

• Have received award for Top performer for quarter ending October 2007, November 2007 and December 2007.
• Have been Representative of Month for month of May 2007.
• Quality Advisor of quarter for 3 times
• Quality Advisor of month for than 8 times
• First Brand Coach in process.

Responsibilities as Quality Analyst:

• Responsible for Daily Mentoring, Coaching, ,
• Generating daily, weekly and monthly Quality Reports
• Taking care of Quality scores for site members.
• Client co-ordination and call calibrations

Responsibilities as Brand Coach:

• Analysis for daily AHT
• SPOC for Daily Login Reports.
• Preparation of Representative Report Cards.
• Escalation Management
• Brand Coaching which included using innovative techniques to build rapport with customers and clients.

Responsibilities As Advisor:

• Handling inbound calls for ticketing, reservation and baggage handling
• Baggage E-mails opening and closing count
• Subject Matter Expert for new teams